Airline Compensation ...what is appropriate???

[chirnpar]

They are trying to buy you off for just $50. Recently travelled QF Mel-Lhr via Hkg only to find there was no food available on the HKG-Lhr leg due to a problem with the refrigeration. Ok these things happen and the offer of a Tim Tam biscuit really settled me down--not. Got to LHR and was given a voucher for 7 pounds. 7 pounds at Heathrow just about buys you a cup of tea. Complained when back in Oz and got $100 voucher. Better but not brilliant.Airlines need to start to understand that passengers deserve better for the money but not holding my breath.

 

[JohnK]

Just to give you an idea of the type of compensation possible in economy as this has happened a number of times to me.

- The first time was 4-5 years ago on a QF flight SIN-MEL and I was given a $50 inflight duty free voucher and I also sent feedback to QF and received a $100 voucher as well.
- Second time my pre-allocated exit row was allocated to someone else and when I finally got it back the IFE was not working. The CSM gave me an inflight op-up to business class as she heard my story earlier
- And then a couple of years ago travelling with my father SYD-LAX on an economy award (premium economy seats) both IFE's were not working. Received $400 when I sent in feedback.

 

[Oneworldplus2]

They are trying to buy you off for just $50. Recently travelled QF Mel-Lhr via Hkg only to find there was no food available on the HKG-Lhr leg due to a problem with the refrigeration. Ok these things happen and the offer of a Tim Tam biscuit really settled me down--not. Got to LHR and was given a voucher for 7 pounds. 7 pounds at Heathrow just about buys you a cup of tea. Complained when back in Oz and got $100 voucher. Better but not brilliant.Airlines need to start to understand that passengers deserve better for the money but not holding my breath.

Wow. Talk about taking the pi**. Agreed, airlines really need to lift their game in some aspects.

 

[serfty]

I had a complaint* about a meal I was served one Sunday evening from BNE to MEL in economy.

It took about two weeks but I received a phone call and a subsequent $100 voucher.

I used it today to reduce a DFW fare to $930.

*See here the following:

Good thing I had some NPPP in the lounge, as they were more enjoyable than the 'meal' on the flight back to MEL.

I'd second that...:-| Luckily I also had a fairly large steak for brunch.

Agree about the poor catering. :-|

"Penne with Pesto sauce and oven roasted vegetables"!! (Penne with a green looking gravy with carrots and a few other bits of vegeis - IMHO tasteless!

Aside from being airline food; If I want a vegetarian "meal" I would have requested one. (Apologies to all those vegans out there)

Not much moves me on this level (I mean it is "only" airline food); but I am going to register a complaint to Qantas about this ...

 

[guybaxy]

I would have though at least $300 for future travl. My dad complained about a seat that did not recline on a akl-syd 3 hrs flight and Qantas gaave A$300, I got a six hr delay (but also received an ug from Y to J) on a sydney to jakarta flight and got a A$400 voucher.

 

[macka42]

Some time back '99ish I was flying back business from Taipai to Hong Kong, so a reasonably short trip. Entertainment system did not work -"would you like to sit in the jump seat for the approach & landing sir?"

Can't do it these days, but happy with that.

 

[samh004]

Some time back '99ish I was flying back business from Taipai to Hong Kong, so a reasonably short trip. Entertainment system did not work -"would you like to sit in the jump seat for the approach & landing sir?"

Can't do it these days, but happy with that.

I’m sorry, but you’re a cough (in the nicest possible way)

 

[trippin_the_rift]

One could argue you essentially did not receive what you paid for, and that is grounds to dispute the entire transaction. It is then up to the airline to prove they did provide you with what you paid for.

You'd probably get a 100% refund, and blacklisted from your travel agent and the airline forever.

I'd say it's worth 10% of the airfare to make up for it, plus an additional 10% compensation.

So if a J fare asia->au is say 3K return (1.5 each way inc taxes) - I would come in at $300, which is ~25% of the airfare 1 way.

 

[DavidM]

Hi,
Not wishing to brag but the on demand IFE system was not working on a flight between BNE and LAX several years ago on QF. We could still watch the movies but it was not on demand. Damn shame.
My family and I enjoyed the business class flight to LAX (compliments of FF points) and while my son played with the games the whole flight, I didn't watch much of the movies anyway.
On our return a letter from Qantas was waiting with deepest apologies for the dysfunctional IFE and a $500 voucher to be used for any service provided by Qantas within the next 12 months - nice
As I said, sorry to brag...

 

[grussellt]

Perhaps I was unlucky but last year I suffered IFE Failure (multiple reboots) on SYD-LAX and same problem (but worse) on the A380 from LHR to SYD. I filed complaint to QF via email and also offered postive feedback on staff service on both flights (very good for long-haul economy). I received a reply: sorry. Compensation - nil.
Neeedless to say I was disappointed but I'm now only bronze QFF, after many years at higher levels. However I was grateful thet engines 1 and 2 were fully operational (Yes it was that A380!)

 

[blackcat20]

However I was grateful thet engines 1 and 2 were fully operational (Yes it was that A380!)

I had similar IFE problems on that same A380, as did others in my row. Fortunately a re-boot seemed to fix the problem...and the plane made it safely to LAX

 

[oz_mark]

I've als been on a failed IFE flight (of the AVOD not working, so you can watch movies on the loop kind), and no compensation occured. Damn shame cause there was a movie on AVOD I had wanted to watch :evil:

 

[drewbles]

I've been relatively lucky and only had one (extremely small!) incident.

Flying in F on an award, I mentioned to the FA that I was not able to watch one particular movie (Austin Powers) and asked if anyone else had the same issue.

She was deeply apologetic and asked for my name and address details to ensure it was followed up on and I was compensated. I said it didn't really bother me being only one movie was only interested in what the situation was with other pax. She insisted so I provided her with my details.

I thought nothing of it until a few weeks after I got back. There was delivered to my door a $200 voucher for Flower Drum and a box set of the Austin Powers trilogy, along with a hand-written apology from the CSM on the flight.

Then, another week later, a further $200 compensation in vouchers.

It's a shame really. The times i've had genuinely bad service and offered feedback (broken seats/shoddy service/food etc) i've got nothing but a 'thanks we'll look into it' yet for a non-playing single movie, I received around $440 worth of compensation.

 

[docjames]

I've been relatively lucky and only had one (extremely small!) incident.

Flying in F on an award, I mentioned to the FA that I was not able to watch one particular movie (Austin Powers) and asked if anyone else had the same issue.

She was deeply apologetic and asked for my name and address details to ensure it was followed up on and I was compensated. I said it didn't really bother me being only one movie was only interested in what the situation was with other pax. She insisted so I provided her with my details.

I thought nothing of it until a few weeks after I got back. There was delivered to my door a $200 voucher for Flower Drum and a box set of the Austin Powers trilogy, along with a hand-written apology from the CSM on the flight.

Then, another week later, a further $200 compensation in vouchers.

It's a shame really. The times i've had genuinely bad service and offered feedback (broken seats/shoddy service/food etc) i've got nothing but a 'thanks we'll look into it' yet for a non-playing single movie, I received around $440 worth of compensation.

Nothing like consistency from QF......

 

[burrco]

Well I wouldn't really care because I use my laptop - but $50 (and the follow up $100) is actually slightly insulting. Especially as the real cost would be the wholesale cost of whatever you spend the $50 on.

 

[Archphoto]

I've been relatively lucky and only had one (extremely small!) incident.

Flying in F on an award, I mentioned to the FA that I was not able to watch one particular movie (Austin Powers) and asked if anyone else had the same issue.

She was deeply apologetic and asked for my name and address details to ensure it was followed up on and I was compensated. I said it didn't really bother me being only one movie was only interested in what the situation was with other pax. She insisted so I provided her with my details.

I thought nothing of it until a few weeks after I got back. There was delivered to my door a $200 voucher for Flower Drum and a box set of the Austin Powers trilogy, along with a hand-written apology from the CSM on the flight.

Then, another week later, a further $200 compensation in vouchers.

It's a shame really. The times i've had genuinely bad service and offered feedback (broken seats/shoddy service/food etc) i've got nothing but a 'thanks we'll look into it' yet for a non-playing single movie, I received around $440 worth of compensation.

Might the compensation be connected with the fact you were flying F?

I've lost track the number of times the IFE hasn't been operational in Y, and have never been compensated; looks like I should start asserting myself. :mrgreen:

 

[timster]

It's only a few years back where the chances of getting VOD that actually worked or didn't work for the WHOLE plane on Qantas and BA was about 50:50. I used to imagine the poor CSM firing up the system saying "Please work this time !!".

I recall a number of long hauls with no VOD at all, for anyone. In those days you had to be sure to request an official complaint form from the crew, otherwise you got nothing. And then what you did usually get was something like a 25 pound inflight duty free voucher.

The one time since then when my VOD was the only one not working, I got moved from economy to premium, so no complaints there.

But $50 for no VOD in business long haul - I'd be furious !

At least you've got something back on CX ... we all now know what to expect from CX in this situation, and will act accordingly.

 

[awilcockson]

I had a non functioning IFE on a QF SIN-LHR economy flight about 3 years ago. Mentioned it to the FA and was given a $50 in flight store gift voucher. I was surprised I got anything at the time, perhasno should have asked for more?

Glad I have my iPad with me at all times now.

 

[drewbles]

Might the compensation be connected with the fact you were flying F?

I've lost track the number of times the IFE hasn't been operational in Y, and have never been compensated; looks like I should start asserting myself. :mrgreen:

It's highly likely, that said, it was a redemption. I've had other issues in J that i'd class as being far more severe than not being able to watch a movie, yet no compensation was forthcoming (nor did I complain, I typically don't unless it's really bad).

I feel like a broken record stating it's all about consistency, which QF has zero of.

 

[Diesellife]

Last time I complained about the broken IFE on CX in J, the attendant was apologetic but I wasn't offered anything in-flight. However, my next connection flight HKG-LHR was upgraded to F from J.

J was not full on that particular flight, so it would not be an op-up.
In the end, CX also gave me 15,000 points without asking.

I guess you would have more bargining chips if you are a CX member.

PS: If you do fly with CX again, don't be surprise if you get an upgrade