qf-denied

One frustrated Qantas Club member feels their membership has been devalued after they were wrongfully refused entry to a Qantas lounge. But even more concerning is that this issue appears to be systematic.

The member was flying on a partner airline but had booked the ticket as a Qantas codeshare. Under the published rules, the member had every right to access the lounge. However, the staff member at the desk misinterpreted the rules, and didn’t even seem to know what the Qantas Club is!

The member in question feels that the value of their Qantas Club membership has been “substantially reduced” by the incident. They say it is unlikely they will renew next year as their lounge membership is worthless if they do not receive the very benefit they have paid for – lounge access.

Equally disappointing is Qantas’ response. The member feels that the airline’s promise to simply “pass on the feedback” is just another way of fobbing off the customer.

Countless other cases where members were wrongfully denied access to the same lounge have emerged. It would appear that staff in the Los Angeles lounge are not only scamming customers. They are also not being trained properly and are misinterpreting the published oneworld rules. But it gets worse… it would appear that staff have even been instructed to call the police if passengers try to argue that they are entitled to lounge access after being refused entry!

Join the DISCUSSION.

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Matt Graham
The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 60 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil, New Zealand & Kazakhstan. His interests include economics, aviation & foreign languages, and he has a soft spot for good food and red wine.

You can contact Matt at [email protected]