Detail in Qantas business lounge 'just embarrassing' says frequent flyer
Travellers continue to lament that standards are on the decline at Qantas, with a string of recent incidents labelled 'dumbfounding'.
An Aussie traveller who said he "can’t believe how bad" Qantas has become while its fares remain sky-high, has taken aim at the state of one of the airline's international business lounges, which he described as "just embarrassing".
The frequent flyer said Qantas International Business Lounge at Sydney International Airport was "absolutely disgusting", especially "compared to other airline lounges". His complaint is the latest is a string of recent criticisms directed at the national carrier, detailing what's been labelled a general decline in standards at Qantas.
Speaking to Yahoo News Australia, the traveller said he'd been a "Lifetime Gold Qantas frequent flyer for the better part of 20 years", but "stopped flying with them [regularly] a long time ago" due to their "increased costs and declining service".
For him, a simple detail in the business class lounge highlighted how far the company has fallen.
"These were photos inside their Sydney International Business Lounge," the passenger told Yahoo, sharing pictures he took showing worn down, ragged and stained lounge chairs. "I experienced this in November last year and again in January — absolutely disgusting," he complained.
"I was so shocked at the state of the furniture... I took the same flight again in February and specifically went to the lounge again to see if they had changed the furniture — nothing had changed!"
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A self described "top tier frequent flyer" who has experience other international carriers, the man said he couldn't believe "how bad the level of Qantas has got while their prices are ridiculous compared to other international airlines".
Qantas weighs in
A Qantas spokesperson confirmed the chairs in question were removed only last month. "The Sydney International Business Lounge is being updated as part of a program which has so far seen 30 new and 70 refreshed armchairs and stools added. We’re also replacing the dining chairs this week," a spokesperson told Yahoo.
Yahoo understands Qantas' Sydney International Business Lounge will receive a complete refresh as part of a $100 million investment in customer comfort.
Though, it's not just the chairs in the lounge that have been soliciting complaints, with one customer sharing their displeasure at having a business class seat "stained with the prior passenger's tenure" earlier this month.
'Horrific meal' in Qantas business lounge lashed
Complaints about Qantas and its business lounges aren't uncommon, with another traveller just days ago criticising a "horrific" meal served to customers in the lounge at Sydney Domestic Airport on Friday.
The passenger explained they were waiting in the queue for food when the dish was brought out five minutes before his photo was taken. "This was served up for paying customers. I watched it and even tried it. Was horrific," the passenger shared. "This airline has truly gone to the dogs." The passenger told Yahoo News they felt the airline had been "cost-cutting and focusing on making profit".
In February, Qantas announced it's half-year profit had dropped slightly to $1.25 billion with new CEO Vanessa Hudson saying the airline was doing "a lot of work to lift our service levels".
The airline even distanced itself from how the above meal was presented to customers.
"We are incredibly disappointed with how this meal was presented. We pride ourselves on delivering enjoyable dining experiences and this falls well short of our high standards," a spokesperson told Yahoo.
Airline blasted over 'declining standards'
Qantas was one of the most complained about companies in Australia last year, earning it a Shonky Award from consumer advocacy group CHOICE for being the 'spirit of disappointment'.
Online, a recent social media discussion with over 2,000 interactions appears to prove just how fed up Aussies are with the once proud brand.
"It is dumbfounding how bad Qantas' has become in every aspect of the airline game," a customer complained in a furious online rant. "From their booking system, flight experience to customer service, this once great Australian company has crumbled to disastrous lows."
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