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Hi all thought I would open a second thread on this as it seems like it could be happening based on an email from the operations manager in LHR
Does any one have any experience of this lounge?
I am wondering if it will be like the BA day Spa reserved for First passengers only.
What other lounge options other than EK would you be happy for QF to change to?
I receive daily reports on the feedback we receive from customers such as yourself who have very kindly taken the time to complete our surveys.
I was concerned to hear of your experience in the BA lounge here at Heathrow. Your comments match some of my concerns about the way we are handled and it is something we are reviewing in terms of the options we have available here in Terminal 3 for our customers.
How the lounge ran out of champagne is a complete mystery and is one that has already been taken up with BA management. There has certainly not been any decisions taken to withdraw champagne from the First Lounge product offering and they can only think it was a short term supply problem but it is being further investigated.
I was further disturbed by your comments, in particular their origin, regarding the lack of the Spa facility and it being due to Qantas not being willing to pay for it and wanted to offer you an explanation. BA as I am sure you are aware, used to operate their Bangkok and Singapore to Sydney flights out of Terminal 3 until the end of October 2013 when they moved those remaining long-haul services to Terminal 5. Shortly after that time they closed the Elemis Spa in Terminal 3 as they no longer had any of their own long-haul customers using the Terminal 3 lounge.
This is something that was not communicated in advance and which severely impacted our Customer Experience proposition. As a result I am currently putting in place a contract with the No 1 Traveller lounge which is one floor above the BA lounge whereby Qantas customers will be able to use their Spa facility subject to space availability on a stand-alone basis.
None of this of course makes your particular experience any better but I hope it gives you confidence that your feedback has been recognised and is being acted upon and also I hope reassures you that Qantas will never seek to save costs at the expense of the Customer Experience.
Does any one have any experience of this lounge?
I am wondering if it will be like the BA day Spa reserved for First passengers only.
What other lounge options other than EK would you be happy for QF to change to?
I receive daily reports on the feedback we receive from customers such as yourself who have very kindly taken the time to complete our surveys.
I was concerned to hear of your experience in the BA lounge here at Heathrow. Your comments match some of my concerns about the way we are handled and it is something we are reviewing in terms of the options we have available here in Terminal 3 for our customers.
How the lounge ran out of champagne is a complete mystery and is one that has already been taken up with BA management. There has certainly not been any decisions taken to withdraw champagne from the First Lounge product offering and they can only think it was a short term supply problem but it is being further investigated.
I was further disturbed by your comments, in particular their origin, regarding the lack of the Spa facility and it being due to Qantas not being willing to pay for it and wanted to offer you an explanation. BA as I am sure you are aware, used to operate their Bangkok and Singapore to Sydney flights out of Terminal 3 until the end of October 2013 when they moved those remaining long-haul services to Terminal 5. Shortly after that time they closed the Elemis Spa in Terminal 3 as they no longer had any of their own long-haul customers using the Terminal 3 lounge.
This is something that was not communicated in advance and which severely impacted our Customer Experience proposition. As a result I am currently putting in place a contract with the No 1 Traveller lounge which is one floor above the BA lounge whereby Qantas customers will be able to use their Spa facility subject to space availability on a stand-alone basis.
None of this of course makes your particular experience any better but I hope it gives you confidence that your feedback has been recognised and is being acted upon and also I hope reassures you that Qantas will never seek to save costs at the expense of the Customer Experience.
)
