ONEWORLD RE­SPONDS:

Business Traveller (Asia-Pacific) - - INBOX | YOUR LETTERS -

In short, as a fre­quent flyer with Oneworld Emer­ald sta­tus, the pas­sen­ger should have been of­fered ac­cess to the lounge at Kath­mandu when de­part­ing on Malaysia Air­lines for Kuala Lumpur, even when booked in Econ­omy. There were a num­ber of com­pli­ca­tions in this in­stance that meant things did not go as smoothly as they should:

• The pas­sen­ger had en­tered his non-Oneworld fre­quent flyer de­tails (Eti­had Guest) in his flight book­ing rather than his Cathay Pa­cific fre­quent flyer (Oneworld) de­tails.

• We un­der­stand that he also asked to be able to take two guests into the lounge – un­der­stand­able as he was trav­el­ling with his par­ents – when, by the rule book, the Oneworld Emer­ald en­ti­tle­ment is one guest.

• Kath­mandu is not high on the list of air­ports world­wide used most fre­quently by Oneworld Emer­alds, so our cus­tomer-han­dling col­leagues there may not have been as fa­mil­iar with the minu­tiae of Oneworld pro­ce­dures for Emer­alds as those at busier air­ports, par­tic­u­larly in more com­pli­cated sit­u­a­tions such as this. We have asked our col­leagues at Malaysia Air­lines to re­view this with them.

Pri­or­ity han­dling of bag­gage is man­aged these days elec­tron­i­cally, via the bar code on the bag­gage tag, rather than via the vi­brantly coloured pri­or­ity tag – but, if this is to work, it does need the pas­sen­ger’s Oneworld fre­quent flyer de­tails to be in­cluded in his or her book­ing record.

The best ad­vice, if you want to be sure of re­ceiv­ing your Oneworld fre­quent flyer ser­vices and ben­e­fits wher­ever you travel across the al­liance's 1,000-plus des­ti­na­tion net­work through­out the world, is to en­sure your Oneworld fre­quent flyer de­tails are in­cluded in your book­ing, ei­ther at the time you make your ini­tial reser­va­tion, or by up­dat­ing it be­fore start­ing your jour­ney.

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