[Petch]

Having done a few MEL lounge crawls over the last few weeks, including a Monday AM, Friday PM, weekend & lunchtime, I thought I should post some of my observations.

To make things clear, I presently have the “right set of cards” for any-time/any-airline access to both major domestic carriers’ lounges. Those being Qantas’ CLUB (QF) and Virgin Blue’s (DJ) LOUNGE. And I am only going to compare my MELBOURNE experiences!

[Petch]

We all know that first impressions count (when forming opinions), and let me tell you Virgin Blue’s Lounge Entrance Guards beat the Qantas equivalents, hands down, consistently.

I have actually felt genuinely welcomed, every time I have entered a The Lounge; I have been addressed by name (first name) without fail, had things explained to me (not sure if their system lets them know if I’ve been in that particular lounge before) and sent on my way with a smile & eye contact. (Importantly, each time I have used Melbourne’s The Lounge, I have not been flying Virgin Blue; rather Tiger, Jetstar or Qantas. Only once, on a Jetstar flight, was there a slightly sour tone from the representative, when I was somewhat curtly informed “you know this isn’t Jetstar”. (In my mind was; derrrr, I have placed a Priority Pass card on the counter, I obviously know where I am.) But overall, as I have to interact with staff on arrival (like Gold & Club members do at Qantas) it is a pleasant experience to do so, with the happy people at Virgin Blue.

The contrast between the Virgin Blue experience and Melbourne’s Qantas Club couldn’t be more extreme. There is NO welcome to the Qantas Club, and indeed, as they have recently placed tape across the far side of the entrance area (designed to force you towards the counter) the best you can expect from a Qantas rep is an elongated, unwelcoming stare at your cards validity, before eyes are pointed back down on whatever was more importantly occupying them, before your arrival. (Prior to the taping off of the entrance, I was quite happy to simply flash my card, get a quick nod and keep walking, which was particularly useful for bypassing any queue [Gold & Club members] at the counter. I do not like being forced into some kind of unpleasant interaction, with a generally sour Qantas representative.)

[Petch]

Cleanliness & Clean-up promptness: Qantas staff seem to move through their lounge, spot cleaning and removing empties, more frequently than their Virgin Blue counter parts. Granted DJ’s lounge isn’t as busy, but the only way I can judge the effectiveness of cleaning is how long I have to wait for my table to be cleaned, and how many tables aren’t clean/cleared when I arrive.

[Petch]

Magazine Rack: Great selection at Virgin Blue, breadth (title) & depth (quantity in stock), and they aren’t in those plastic QF covers (but do have a sticker advising they are not freebies to be taken away). I also like the horizontal level display, rather than the vertical bookcase style which Qantas uses.

Seats: QF seats have better padding, and are a bit wider than those DJ use, so in general are more comfortable. I also think it is important to note, a subtle difference in how the seats are laid out in the two lounges. QF is very much group oriented, where you find clusters of four or more seats together, where as DJ is more couple/solo oriented, where seats are grouped into twos. (Obviously in either lounge, you can move furniture a little to accommodate your needs. But the problem I find, during overcrowding time @ QF is solo travellers (like me mostly) taking up a personal space around 3 empty seats. (I know you can interrupt someone and ask if the seats are free, but that’s not the point! Qantas has got it right in the new First lounges though, where there are single seats along the windows, giving a nice personal space for solo travellers. As an aside Adelaide’s The Lounge actually uses a diagonal-facing single seat layout along its window, which is fantastic for solo travellers.) The “diner style” counter seats in the café area @ DJ don’t have enough depth to them.

Tables: QF wins, with nice side tables using a centre leg, which leaves loads of space around for carry-ons. DJ uses tacky looking boxes, which take up too much ground level space, but at least they are more lightweight to move around, if needing to rearrange the furnishings.

[Petch]

Bar Staff: During peak times QF puts up tape, so people have to queue for the wet bar, I AM NOT A FAN OF TAPE! (They obviously need more staff/bar space, not more tape!) Their staff are pleasant and efficient, and of course I have my favourites. DJ has a self service wine/beer zone (post mix & juices not too far), but if there is a staff member behind the bar as you approach it, they will interact with you, and I have had drinks poured for me and on one occasion even asked if I would like to try some kettle crisps. (The bar staff @ DJ are much more relaxed (/less run off their feet) than those @ QF, which generally translates into a more relaxing atmosphere, and happier me.)

Drinks: No spirits @ DJ, however the bubbles are flowing from 11am. And during a recent lounge crawl between an open DJ bar and closed QF one, I’m all for bubbles@11! A quick mention of the drinking glasses (i.e. not the champagne ones) @ DJ; they are offensive, and either the DJ washing system is failing or they are so scratched it’s time to throw them away! (Also, bit of a culture shock, seeing people drinking Crown Larger @ DJ straight from the bottle, when QF always serves beer into a glass.)

Food: DJ is on a huge winner with its sandwich bar. Generally, two types of cold cuts, major salad options (lettuce, tomato, carrot… etc) a few types of bread/rolls (but importantly, if the toast making bread is still out, you can make a huge sandwich, that outranks the one Qantas gives you (pre-paid) on their lunchtime flights), slices of cheese (damn cubes in Adelaide) salad dressings, salt and a huge red pepper grinder. I did witness as QF food counter rep once advising how to make a sandwich from one of those small generic Qantas rolls, but seriously! QF does however have a nice range of more “exotic” salads on offer, including rice, pasta & noodle varieties AND finger-food sandwiches if you get in quick when a tray is brought out.

Both lounges have biscuits (DJ with self-serve cookies & counter-serve biscotti & QF with cake). Breakfast-wise I’m not a cereal fan so prefer the QF offerings.

Nibble-wise; pretzels, crackers & rice crackers @ QF, with DJ also having chips & “The Lounge Mix” (rice crackers & nuts)

[Petch]

Computers: Not many @ DJ, but commensurate with demand. I do like the lap top benches though, with easy-access power. Simply not enough for demand @ QF!

Toilets: DJ needs to focus on cleaning them more regularly, they do get a bit messy, whereas QF is always spotless. The fittings are nice @ QF, and the cubicles are the right size to easily take your wheelie-bag in with you, whereas at DJ bit to small to roll in without some messing around.

Showers: Fittings are nicer at Qantas, but DJs are spacious enough, they also have ironing boards in the shower rooms @ DJ (I assume you just ask at reception for an iron). A big benefit @ DJ is not having to traipse the towels back to the front desk, as there is a return slot in the shower zone. The razor that you get at DJ is 3 blades, not blunt, good on sensitive skin and superior in every aspect to the razor you get at QF. (I have, not once, come away from a meeting with a QF razor unscarred.)

Entertainment: At DJ, the pool table seems to get a bit of use, but the movie theatre doesn’t seem popular. Both lounges have ample big screen TVs for those wanting to watch something (e.g. Sky News)

[Petch]

Finally, another important part of good customer service, is when it ends. At Virgin Blue (so long as the counter staff aren’t busy) you are farewelled, wished a good flight or whatever, all with a smile and eye contact. Whereas at Qantas your lounge experience ends with a whimper not a bang, as you simply walk out.

So, on the ground in Melbourne, Virgin Blue's people tend to outshine Qantas staff with a consistent, friendly, welcoming, helpful attitude… that leaves me feeling that Virgin Blue is “fresh & personal”, whereas Qantas comes over “stale & rote”.

[rwatts]

Also, bit of a culture shock, seeing people drinking Crown Larger @ DJ straight from the bottle, when QF always serves beer into a glass.

QF seems to depend where you are. At ADL they will only serve into a glass and people who ask for a bottle are told they are not allowed to. In CBR they usually ask "glass or bottle ?" and either is fine.

Richard.

[Petch]

Originally Posted by rwatts

QF seems to depend where you are.

True!

Personally, I do like the regional variation & local responsiveness Qantas Clubs have. But I also like the elements that are the same nationally. Fine line, getting the balance right I guess.

[zig]

Thanks Petch, some interesting observations and points raised.