Like all good idea’s, this one came to me whilst I was away at lunch, and I’m hoping that Red Roo will see this and take this advice.
1. Send out an email to all QP members, no matter if they have a booking for LAX or not. Profusely apologising for this situation, do not use weasel words, do not even try to hide it behind “unintentionally”. In that email explain exactly what options a QP member has. Automatically an alternate lounge should be given (eg head straight to lounge XYZ and simply show your QP membership card).
2. Compensation should be offered, at the customer’s choice. QF spent months talking up the new TBIT lounge as the place to be. This compensation should not be because they are forced to, but in the interest of acknowledging the fact that they are going to have lots of very disappointed customers who may just be convinced to look at one of the other transpac options next time. Examples of compensation could be
a. Some extra SC’s / a meaningful amount of points
b. An FLounge pass for SYD / MEL (it’s an almost since you couldn’t see the best of what QF have to offer at TBIT, experience the best of what QF have to offer anywhere).
c. 2 TBIT lounge passes for use once the TBIT lounge can be opened back up to all eligible customers.
Before anyone says “but this will cost QF”, that horse has bolted, QF hyped something but did not deliver, this is now in the interest of ensuring that customers consider QF an option next time.
A suggestion for the wording of the email could be
Just a suggestion.