Varying (Decreasing?) Levels of Service at the MEL/SYD First Lounges

[michaele]

Re: MEL First lounge joins PER RSA push

I had the rock star treatment the last time I flew from LHR and I found it a fabulous experience.

My last trip in F LHR-MEL I checked in at the dedicated check in and was told to go back up the escalators and find my own way around. While waiting in the "pen" at boarding time was the first time I saw a F Host with another couple (who were lovely) and the host seemed shocked she hadnt known I was around until then. A bit disappointing given she was there. Almost feel like I have missed out!

 

[Gold Member]

When a $16,000 return F ticket to LAX only earns 540SC's ($30 per SC) yet a $1,200 return 'business class' ticket on JQ to Bali earns 240SC's ($5 per SC) and any WP (and perhaps any OWE) on any JQ ticket gets First lounge entry it makes a mockery of the whole lounge entry system, Status earn and tier system QFF is running.

Best I not divulge the numerous MEL-SYD-MEL JQi flights price matched to Tiger Airways sales at $29.95 with no CC fee, then... :shock:

Maximizing my WP benefits aside, I've used both lounges almost 50 times over the past 5 years as QF F pax, and I share the same general concensus among most posters on this thread; the lounges are still great and I enjoy them immensely, but the service has gone down hilll in the last 1-2 years. Responsiveness due to overcrowding is one thing, but I've found the quality of service highly variable. Sometimes its up to scratch, other times you can't understand how this idiot can still be working in the Flounge let alone employed by Sofitel.

 

[boomy]

At least they stopped asking pax in the restaurant which flights they are on, it was a bit annoying when they did that.
Regarding the service, as others said already it's not always the best. It can be very slow but I think it's mostly due to schedule changes in departure times that makes the lounge overcrowded sometimes, mainly in SYD.

 

[whughes3]

Re: MEL First lounge joins PER RSA push

The nest part of the SYD F Lounge experience is being welcomed back by Nestor

And the fact that he remembers me and usually doesn't even bother looking at my BP!

 

[JohnK]

Re: MEL First lounge joins PER RSA push

That a little harsh ... FWIW, when the lounges first opened in 2007 (yes, nearly 8 years ago), I was offered a tour or an escort to my first place of repose (lounge/desk/table/seat) with drink orders taken nearly every time I visited - it was the norm.

So, yes, one did not need to be Miranda Kerr to get such attention.

I first visited the SYD F Lounge and MEL F Lounge in 2007 shortly after the opened with Mal and kpc.I could be mistaken but I do not remember being offered a tour then and I definitely have never been offered a tour since.

My expectations of the F Lounge are not the same as some of the people posting in this thread.

I don't like someone waiting on me hand and foot. I like to order and collect my own drinks and food but sometimes give in and just sit down at the desktops and wait for drinks and food to be delivered. Sometimes the service is not consistent. That's fine as I then go and get what I want for myself.

I know that is not for everyone but for me the lounge is somewhere to go and relax for an hour or so before a flight.

 

[QPProletarian]

Re: MEL First lounge joins PER RSA push

I first visited the SYD F Lounge and MEL F Lounge in 2007 shortly after the opened with Mal and kpc.I could be mistaken but I do not remember being offered a tour then and I definitely have never been offered a tour since.

My expectations of the F Lounge are not the same as some of the people posting in this thread.

I don't like someone waiting on me hand and foot. I like to order and collect my own drinks and food but sometimes give in and just sit down at the desktops and wait for drinks and food to be delivered. Sometimes the service is not consistent. That's fine as I then go and get what I want for myself.

I know that is not for everyone but for me the lounge is somewhere to go and relax for an hour or so before a flight.

They did this for me in the LAX F lounge in the opening week. Aside from having table service, the J lounge food was actually better...... go figure.

 

[cmon0005]

Re: MEL First lounge joins PER RSA push

I have been offered a tour once in mid-2013 (my first visit to the F lounge) as a WP flying QF SYD-HKG in Y.
Once or twice have been shown to a seat in dining area, then on most recent visit with myself(WP) and +1(SG) flying in J was just pointed to the dining area for a delicious breakfast.

 

[burrco]

Re: MEL First lounge joins PER RSA push

Can't recall ever being offered a tour of the lounge or taken to the dining area. Normally just get a welcome back Mr. burrco, do you need assistance with anything today - which is more than enough for me. Still much prefer MEL as it retains a bit of a private club feel while SYD does feel like a <nice> airline lounge.

 

[RichardMEL]

Re: MEL First lounge joins PER RSA push

I had the rock star treatment the last time I flew from LHR and I found it a fabulous experience.

OT for this thread I guess, but I've flown QF F a bunch of times out of LAX and LHR (I've been very lucky) but never once seen off or heard of a host or been offered any kind of escort. Indeed at LHR the most I got was a gold ticket/BP jacket from the check-in desk, then make my own way to the Galleries lounge and from there to the plane. Mind you I don't worry so much about that stuff; I'm big enough and ugly enough to find my own way (mostly, anyway ) but I didn't even know that stuff was offered. Maybe I don't look Rock Star enough, or like a cute couple for it

 

[Nizar]

Re: MEL First lounge joins PER RSA push

I had an unpleasant experience in August. I had booked a Qantas codeshare to Nairobi and travelling on EK metal on 3 of the 4 legs, including the first one. On arriving at the F lounge the lounge angel wouldn't let me in until I produced my physical platinum card. Even though I was entitled to enter based on COS and my platinum number was on the boarding pass. I did take it up with Qantas later and they promised training of the person (she was very pleasant, but obviously new and confused). I don't view myself as an overly picky person, but that got to me for some reason. Anyway I was very pleased with Qantas taking my complaint seriously and looking at rectification.

Hmm hope this doesn't happen to me both my wife and I travelling EK F MEL-DXB-CDG in August as QF points redemptions and looking forward to the Mel QF F lounge (first time in either MEL or SYD F lounge). Hope we don't get stopped by someone at the lounge entry demanding a WP card coz neither of us are Platinum and I didn't think you needed to be when flying F.

 

[Aussie_flyer]

At least they stopped asking pax in the restaurant which flights they are on, it was a bit annoying when they did that.

They were still doing that in MEL a few weeks ago.


I don't have high expectations but when there is less than 10 people in the lounge and it's a struggle to get a drink in the restaurant things are not good.

 

[Flying mermaid]

Re: MEL First lounge joins PER RSA push

Hmm hope this doesn't happen to me both my wife and I travelling EK F MEL-DXB-CDG in August as QF points redemptions and looking forward to the Mel QF F lounge (first time in either MEL or SYD F lounge). Hope we don't get stopped by someone at the lounge entry demanding a WP card coz neither of us are Platinum and I didn't think you needed to be when flying F.

You absolutely don't need to be platinum, which is why I was annoyed. I felt like she suspected I was trying to sneak into a lounge I wasn't entitled to and got quite cranky, but then backed down because she was sweet and young. It was just confusion on her part - I guess we get confused over lounge access and maybe she had a mental blank. I am sure you will be fine - hope you have a wonderful time in the lounge. I really enjoyed Emirates F as well and will definitely be flying more with them - loved the shower!

 

[Happy Trails]

Re: MEL First lounge joins PER RSA push

I had an unpleasant experience in August. I had booked a Qantas codeshare to Nairobi and travelling on EK metal on 3 of the 4 legs, including the first one. On arriving at the F lounge the lounge angel wouldn't let me in until I produced my physical platinum card. Even though I was entitled to enter based on COS and my platinum number was on the boarding pass. I did take it up with Qantas later and they promised training of the person (she was very pleasant, but obviously new and confused). I don't view myself as an overly picky person, but that got to me for some reason. Anyway I was very pleased with Qantas taking my complaint seriously and looking at rectification.

I had exactly the same happen at SYD only a couple of weeks ago, travelling F with EK, but assumed it was a one-off anomaly at the time.
No idea what's behind it.

 

[Flying mermaid]

Re: MEL First lounge joins PER RSA push

I had exactly the same happen at SYD only a couple of weeks ago, travelling F with EK, but assumed it was a one-off anomaly at the time.
No idea what's behind it.

Really! - Qantas assured me there would be training etc etc so it wouldn't happen again.....I was thinking if it did happen to me again, I would refuse to produce my card and request to see a supervisor. I mean it is crazy - we paid $24,000 for 2 tickets, booked through Qantas at their website on a QF number and she wouldn't let us into the lounge. I thought it was a once off by a confused young girl, but if it is happening repetitively then it is pretty poor.

 

[RichardMEL]

Re: MEL First lounge joins PER RSA push

EK F are allowed access to the QF F lounge. Simple as that. Status is not relevant.

Lounge Location | Australia | Melbourne International | International First

[h=2]Lounge Access and Eligibility[/h]

Eligible Class of Travel
First	Qantas First Next onward flight that day must be a Qantas marketed flight (QF flight number). One guest allowed and must be travelling with the member on the same flight. Emirates First Next onward flight that day must be operated by Qantas or Emirates with an EK flight number. One guest allowed and must be travelling with the member on the same flight.

Definitely training required.

Somewhat bemusingly at SYD F last week, flying EK F, I was also queried, but here's the "fun" part...

for some reason when I checked in at MEL, I received a QF stock BP (that is not the issue ) from the agent - the BP listed EKxx_ (despite being booked as QF8677 or whatever it was) and simply said Class F. My FF# was displayed, but no status indication (so weird given he also issued me a MEL-SYD QF BP with my P1 status all over it, as usual.. but I guess it's the system). Anyway so I had this semi-generic BP for EK F, but on QF BP stock. I arrived at SYD entry knowing per the rules the F BP for EK was enough to get me in.....

... here's the "fun" part... I showed the BP and only slowed as I showed it.. Agent says "Are you a QF Platinum?" I said "I'm a P1" (DYKWIA right? ) and all the agent said was "Oh, OK" and didn't demand to see the actual card (which was in my wallet). So basically they took my word to enforce an incorrect policy given, clearly, F was all that was required.

i got to the top of the escalator and checked in at the desk there. Agent this time just scanned BP and said welcome. No issue there re status or CoS.

so there do seem to be some issues there.

 

[Happy Trails]

Re: MEL First lounge joins PER RSA push

Really! - Qantas assured me there would be training etc etc so it wouldn't happen again.....I was thinking if it did happen to me again, I would refuse to produce my card and request to see a supervisor. I mean it is crazy - we paid $24,000 for 2 tickets, booked through Qantas at their website on a QF number and she wouldn't let us into the lounge. I thought it was a once off by a confused young girl, but if it is happening repetitively then it is pretty poor.

In my case the chap was far from young and didn't seem inexperienced.
First said he needed the card for my FF number.
When I pointed out the FF number was on the BP he then said "Yes, but it doesn't show your status".
I was bemused more than annoyed and I wouldn't have mentioned it here had it not been for your post.

 

[Flying mermaid]

Re: MEL First lounge joins PER RSA push

In my case the chap was far from young and didn't seem inexperienced.
First said he needed the card for my FF number.
When I pointed out the FF number was on the BP he then said "Yes, but it doesn't show your status".
I was bemused more than annoyed and I wouldn't have mentioned it here had it not been for your post.

There are some things (not very often), I get pedantic over and I just think it is wrong to be asked for my platinum card when both my platinum number is on the boarding pass and I am a First class passenger trying to enter a First class lounge! Everyone I have spoken to at Qantas agreed it shouldn't have happened but it appears it still is! So in future, I will refuse to produce my card and help to train the person concerned.....I am quite happy to produce it when entering as a WP (even though the number is on my boarding pass) but not when in F.

 

[opusman]

Re: MEL First lounge joins PER RSA push

I wonder if you had just said "I don't have it on me" what they would have done.

 

[Flying mermaid]

Re: MEL First lounge joins PER RSA push

I wonder if you had just said "I don't have it on me" what they would have done.

Didn't think of that - I just took it out and handed it over and then acted like a DYKWIA and said I shouldn't have to show it and demanded to see the First Host when she came back.....Qantas have been so good about listening to my minor complaint, that I am a bit disappointed to see it still happening. I guess it is really a Platinum lounge and F passengers should be grateful they are allowed in.....

 

[RichardMEL]

Re: MEL First lounge joins PER RSA push

I imagine the agent would have to verify it through their system. Since the FF# was printed on the BP should be simple enough.
Of course if it's like my experience the other day where they just took my word for it and waved me in they probably wouldn't bother - making a mockery of the whole thing - doubly so since it was wrong to ask anyway.