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No more Al Mourjan access for upgrades with Qmiles/QCredits

No more Al Mourjan access for upgrades with Qmiles/QCredits

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Old Jan 17, 18, 3:28 pm
  #106  
 
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nilsfr69 did he scan your boarding card at the desk? If he did then he was completely in the wrong. Did he scan your boarding card at any other time? It would have shown Al Safwa access!
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Old Jan 17, 18, 9:23 pm
  #107  
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Originally Posted by nilsfr69 View Post
I come from the HotelBusiness. IN ANY case when mistakes happen, YOU NEVER kick the customer out, you let him now politely at checkout that an error happened and he will not have access next time. THATS how 5star service businesses handle these things.

that's a manifestation of the authoritarian nature of QR's internal structure. It shows through in customer service. Front-line employees are not empowered to resolve problems in anyway but by the rule book and by dictats from above. There's a real fear of getting censured, so when they get things wrong it will be through interpreting rules in favour of the company rather than the customer.
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Old Jan 18, 18, 1:44 am
  #108  
 
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Originally Posted by nilsfr69 View Post
I come from the HotelBusiness. IN ANY case when mistakes happen, YOU NEVER kick the customer out, you let him now politely at checkout that an error happened and he will not have access next time. THATS how 5star service businesses handle these things.
It's not just how 5 star service businesses handle these things, it's how *any* decent service business in the Western World would handle these things. This makes me very sad and I hope you get a decent resolution here.

If this wasn't a mistake and access is being withdrawn for all upgrades, then this has basically just killed QRPC for me and I'm back to crediting QR flights to BA again.
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Old Jan 18, 18, 1:37 pm
  #109  
 
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Would really appreciate a second report from someone that has upgraded to F or J with Qmiles or Qcredits in advance as to whether the agent that spoke to nilsfr69 was incorrect or not, if anyone in is passing through DOH in the next day or so!

There are a few flights I would book in the current QR sale, but will book with someone else instead if I don't get Al Safwa access for the long layover by upgrading to F.
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Old Jan 19, 18, 5:05 am
  #110  
 
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Originally Posted by remdk View Post
nilsfr69 did he scan your boarding card at the desk? If he did then he was completely in the wrong. Did he scan your boarding card at any other time? It would have shown Al Safwa access!
I gave mine and my colleagues BP over to him, he took the previous and connecting BP both. I did not, with my own eyes see if he actually held them under the "Beebop" machine, but I never ever seen anyone NOT do it.
The guys at the QuietRoom desk also took the BPs and we were happily escorted to our rooms. 5 minutes later the Front desk guy came and teary eyed explained he made a mistake and we had to leave....
We passed by the desk near the fountain at that moment so I ask to talk to a supervisor. He pointed me to that desk and one elderly guy and one woman, friendly but seriously explained at least three times: "no miles upgrades whatsoever" are eligible for AS access. New rule for two months now.... (let alone that if I would not read the forum here, how would anybody know these "new" rules, my MMB said: AS access included.)
While I was looking for the screenshot of my MMB, they repeatedly ask me to take a seat, which I angrily refused. Even after I showed the screen shot, the response was, "we have to talk to PC, the website IS WRONG". They handed me back my iPad and escorted us out.
I was to tired at that moment and surprised, and forget to note the name of them or to asked specifically if these two people where indeed the supervisors (The elderly male who adressed me first, actually walked away and let the woman handle it). I will write to PC and ask for an explanation and at least an apology.
Still I have the distinct feeling, they could'nt care less...
Again, 70T Miles are not free, they come from paid tickets and handling "supposedly" employee mistakes like that, I do expect from backpacker hostels in Bangalore but NOT a self proclaimed 5Star airline.
One thing is clear, I'll never ever credit flights to PC again. Will still fly with them because for me, 99% the of the service in Air is/was absolutely incredible.
But this recent ground experience seriously spoiled all my previous positive experiences and so far I was recommending QR to everybody, will not anymore
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Old Jan 19, 18, 5:42 am
  #111  
 
Join Date: Jan 2015
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Originally Posted by nilsfr69 View Post
I
explained at least three times: "no miles upgrades whatsoever" are eligible for AS access. New rule for two months now....
on 24.11.17 was travelling bkk-doha first (upgraded with miles) and there was no problem to get into AS.

next week have the same trip again in first (upgraded).

will report if they let me in AS. In manage my booking still show i have access.
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Old Jan 19, 18, 6:57 am
  #112  
 
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Originally Posted by Crisu69 View Post
on 24.11.17 was travelling bkk-doha first (upgraded with miles) and there was no problem to get into AS.

next week have the same trip again in first (upgraded).

will report if they let me in AS. In manage my booking still show i have access.
And that makes me even angrier. Seems like same mistake has happened somewhere at my visit, I was given a stupid/wrong explanation by at least THREE employees and obviously didn't push back hard enough/made no scene.....
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Old Jan 19, 18, 2:27 pm
  #113  
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Just noticed that in the "manage booking" webpage, the link to check which lounge you have access (or to buy lounge access) does not exist anymore...not a good sign ...
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Old Jan 19, 18, 2:44 pm
  #114  
 
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Originally Posted by toastedcafe View Post
Just noticed that in the "manage booking" webpage, the link to check which lounge you have access (or to buy lounge access) does not exist anymore...not a good sign ...
I think there's been an IT issue with it for the last few days - I can still see the link but when I click on it it just tells me I have access to the Premium Arrivals lounge on my next trip despite being on an itinerary transiting through DOH.
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Old Jan 20, 18, 8:23 am
  #115  
 
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I flew DOH-FCO in paid economy (V class) last week and I upgraded using miles (30k miles) to business class and I had no problem to enter the Al Mourjan lounge before my flight.

Ticket was booked in November and the upgrade cleared in December and the flight was last week.
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Old Jan 21, 18, 12:12 am
  #116  
 
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I would be really pissed if it happened to me. You should post your story on QR facebook page, name and shame until they apologize / compensate you.
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Old Jan 21, 18, 10:04 am
  #117  
 
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Originally Posted by Alfredbali View Post
I would be really pissed if it happened to me. You should post your story on QR facebook page, name and shame until they apologize / compensate you.
honestly I dont think they will care..

Best to vote with your wallet
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Old Jan 22, 18, 8:07 pm
  #118  
 
Join Date: Aug 2002
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Inconsistent QR Policies

i just arrived NBO > DOH in Y connecting to DOH > ATH in J (upgraded using Q-Credits) and was denied access to Al Mourjan.

Last week, my parents flew NBO > DOH > HAN IN J using my miles, and had full access to Al Mourjan.

The new policy is ridiculous. The inconsistent application of it even worse.

We have allearned those miles and choose to spend them on J class travel - which should ideally include lounge access as part of travel.

This new policy annoys me so much that QR has just lost the following flights from me and my family to EK:

6 x NBO > YYZ in J
2 x NBO > AKL in J

Who knows if they even care. Penny-wise, pound foolish as far as I am concerned.

Last edited by AAmerican_in_London; Jan 23, 18 at 5:26 am
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Old Jan 23, 18, 1:01 am
  #119  
 
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AAmerican_in_London if you upgraded at the airport then that was a correct decision to refuse you entry to Al Mourjan. If you upgraded some time ago then with the current rules you were incorrectly refused access.
QR are not the most communicative with rule changes and very often the 'lounge dragons' do not have the new information and have based their judgement upon rumour.
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Old Jan 23, 18, 1:24 am
  #120  
 
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Originally Posted by remdk View Post
AAmerican_in_London if you upgraded at the airport then that was a correct decision to refuse you entry to Al Mourjan. If you upgraded some time ago then with the current rules you were incorrectly refused access.
QR are not the most communicative with rule changes and very often the 'lounge dragons' do not have the new information and have based their judgement upon rumour.
Are you sure about this? This is not the first report that Al Mourjan / Al Safwa staff have apparently now been told all upgrades are now to be refused access (which is obviously a slightly silly policy if you continue to allow all redemptions to have access)
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