JeremyWake

I am sending you this message from the American Airlines/ Qantas lounge at LAX while awaiting the departure of flight QA 26 to Auckland. This is to be my first time flying Qantas and I was excited about the experience. Unfortunately, my interactions with Qantas staff here in Los Angeles have been disappointing to say the least.

I live in Seattle and am a loyal Alaska Airlines customer. So loyal, in fact, that I was able to book a ticket in Qantas business class using my Alaska frequent flyer miles. At the time of booking only a premium economy seat was available. My return flight is a business class seat. I was told by both Alaska Partner desk and Qantas customer service to ask for a business class seat when I arrived in Los Angeles.

After an amazing flight on Alaska from SEA to LAX, I checked in at the Qantas desk. I was told business class was very empty, however only Alaska could change my seat. Surprisingly, the Qantas agent, Hazel, was totally unhelpful and very rude. She said to have Alaska call Qantas. I dutifully called the Alaska Partner Desk where the Alaska agent, Vivian, called Qantas customer service who told her that only the check in gate can reassign me a seat. Qantas customer service also verified that that business class was nearly empty. Yet, no one was able to assign one of those empty seats to me, despite my having reserved a business class ticket. Hazel reaffirmed that there was nothing she could do.

All of this transpired at approximately 6pm. Since my flight was not scheduled to depart until 11, I requested access to the business class lounge, since I was traveling under a business class award. Again, Hazel gave me a flat out no. I then asked her if I should have flown V Australia, and her response was “ Yes please fly them next time.”

Why couldn’t I have access to the lounge at the very least. I have access on my return flight and this is a business class award. I ended up just paying
I am completely shocked by the dysfunctional and unacceptable level of service I received. If I am flying using a business class award and business class is empty, why can’t they put me in business class. There is no loss of revenue to Qantas and the brand good will would be enormous. I am a marketing professional and I know that Happy Customers = Return customers.

As a loyal Alaska customer, I have to ask myself I Alaska wants a partner that treats their best customers this way. My experience runs contrary to everything I have heard about Qantas. In fact, it is the type of experience that would encourage me to consider other carriers – and encourage my friends to do the same. Just as an aside, the friends who I am meeting in New Zealand flew V Australia…I’m looking forward to comparing notes.