Last week when I was flying to Brisbane I tried to access the Qantas club of which I am a paying member.
I was denied.
My client had booked a Virgin flight (startups saving money, which is good to see).
It gave me the shits. It’s not a perk you get as a part of your ticket. I pay for it and it’s not cheap.
Also, the cost to them is minimal. A cup of coffee, a danish and some power.
If I got in normally due to my frequent flyer status, then I understand since it’s a loyalty thing and I’m not flying loyally. (But even then I think it’s dumb, it just forces people to the Virgin lounge).
Bad brand building to say the least.
So I wrote them an email.
“Hi, I don’t fly enough to get free access but I value the benefits when I do and so I pay for QC membership.
Recently on a work trip my client booked me via Virgin Blue, even though I’d prefer to go Qantas.
For the second time in a year I tried to access the lounge in Sydney but was denied access.
I can understand that you prefer that I fly Qantas every time, but sometimes it’s not possible.
I cannot understand why as a paying member to a club, I am not allowed to use the facilities regardless of who I fly. It’s very frustrating and greatly diminishes my respect for your customer service and the value of the product. This is also considering that to use the lounge is no great cost to you. It’s mainly for a nicer place to sit with ample power points to work from.
I’m very disappointed in Qantas for this and hope that you are able to raise this through management and have it changed.”
And I also pointed to this blog post.
I’ll see if I get a response from the big corporate machine….
UPDATE: January 14, 2009
I got a call from someone in the customer support centre for QANTAS. He clarified the policy, which I was very well aware, and said he would report it to management. I told him I wasn’t clarifying, I was complaining. He said he understood, but couldn’t help me. Let’s see if management are listening. They obviously aren’t on Twitter or the blogosphere.