Consensus on points compo for failed IFE

[juddles]

Hi there all,

I just want to gauge what our members feel is correct compensation for a certain shortfall in service. I recently suffered the following: Cash Premium Economy ticket on QF longhaul. 12 hr flight. I am P1. My IFE system did not work for entire flight. Full flight so option of changing seats not available to crew.

Please tell me what you think is fair/real - not idealistic wishes.

Staff on board were great but as flight was full could not move me. I was given a voucher for 10.000 points before getting off flight (I did not ask for this)

Despite the staff being great in handling this, I do not really think 10k points is sufficent.

Ideas?

 

[Daver6]

On a flight from either SYD or BNE to PER in Y on a 737, IFE for a few rows stopped working. Pax were proactively offered the choice of a bottle of wine from J, 5k points or a domestic J lounge entry pass. For the inconvenience I was happy with what was provided (Im not a big IFE user though and at the time I went for the J lounge pass).

So given your flight was more than double the length of time and a higher class of travel, I think 10k points is on the lowish side. I think 15k to 20k would be more like it.

 

[get me outta here]

My guesstimate would be 20K which reflects that I rely on IFE on long haul. 10K would feel insulting and I'd be left feeling cheated.

 

[Mattg]

I've been given 5,000 points because Q-streaming didn't work on a SYD-CBR flight. So 10,000 points for a flight more than 12x the length is a bit low.

I would be asking for at least 15,000 points for a 12-hour long-haul flight in a premium cabin. 20,000 would be more appropriate.

 

[Hvr]

Do you actually use IFE? If so then I guess compensation may be warranted.

If seat power wasn't working then I'd be seeking compensation.

 

[BAM1748]

In any situation like this, don't forget to ask for more than you want. Something like I would 'expect with a failure like this to receive 30K but will accept 20K if you can credit it quickly as a bit of goodwill'.

 

[juddles]

Do you actually use IFE? ...

Yes!!! On long haul flights I do not sleep much (am too tall for the seats) so the only way I cope is to have a movie marathon.

 

[Happy Trails]

Sure, more would be nice, but 10K seems about right to me.

30K? tell'em they're dreaming.

 

[Hvr]

Ok, that makes all the difference and I'm sure that QF can see that you do use it.

Your status should also ensure that any compensation is quick and generous.

 

[juddles]

Ok, that makes all the difference and I'm sure that QF can see that you do use it.

Your status should also ensure that any compensation is quick and generous.

I will update this to share. But "quick and generous" would surpass my expectations

 

[MEL_Traveller]

10K points = ~AUD70. For a one component of a one way flight that wouldn't be completely out of the ball park. No harm in asking for more though.

 

[Boca68]

I'd go along the lines of most. 20 to 30k points and dinner in the CL with AJ

(kidding bout the dinner bit, just in case some don't get it)

 

[samh004]

Despite the staff being great in handling this, I do not really think 10k points is sufficent.

So given you flight was more than double the length of time and a higher class of travel, I think 10k points is on the lowish side. I think 15k to 20k would be more like it.

I am in agreeance, but do not think there should be a difference in compensation value per class as the content library remains the same throughout the plane, right? Sure, the screen gets bigger, and better headphones are offered, but for that particular product offering, you lose the same in Economy as First.

I would expect there is a chart that distinguishes between short-haul, medium-haul and long-haul; maybe even ultra-long-haul? If a domestic flight is 5k points, I do not think a 12-hour flight qualifies as the next category up, medium-haul, but perhaps more likely long-haul, and thus you should be receiving 15k points.

At the end of the day though, no compensation will get back the 12 hours of boredom in a tube you spent.

 

[Daver6]

My rationale for more compensation for the higher class of travel is they spruik the bigger screen as a benefit of the higher classes. Ie, somehow that's part of what you're paying more for over a Y fare. Sure the content is the same, but then both are seats, right? Would you be ok with receiving the same compensation in J for a seat that won't recline as in Y?

However, at the end of the day, it is all about what YOU feel is adequate compensation.

 

[kelvedon]

A few years ago Flying Y BA SYD-BKK I was given a £50 voucher for no IFE.

 

[elan]

Late last year I flew SFO to SYD in PE. I could only scroll through the channels to view movies and shows, the main menu function didn't work. I was unable to view programs from the beginning. Fortunately I did with find the beginning of one movie rather quickly. Compensation was 2000 points.

 

[muppet]

I am in agreeance, but do not think there should be a difference in compensation value per class as the content library remains the same throughout the plane, right? Sure, the screen gets bigger, and better headphones are offered, but for that particular product offering, you lose the same in Economy as First. <snip>.....

I disagree. As you move from Y to PE to J to F you are progressing paying more for comfort and less for transport. 12 hours without entertainment is very uncomfortable which J is designed to mitigate. Y is always uncomfortable but it's mostly about getting from A to B so the compo should be relatively low for the fare paid.

 

[eric2011]

I was given a voucher for 10.000 points before getting off flight (I did not ask for this)

You were given and you took it (accepted it) I don't think you will have a leg to stand on

 

[trooper]

Shame you weren't sitting next to me...I would have gladly swapped seats for much of the flight...and slept.....

 

[durbrain]

Hi there all,

I just want to gauge what our members feel is correct compensation for a certain shortfall in service. I recently suffered the following: Cash Premium Economy ticket on QF longhaul. 12 hr flight. I am P1. My IFE system did not work for entire flight. Full flight so option of changing seats not available to crew.

Please tell me what you think is fair/real - not idealistic wishes.

Staff on board were great but as flight was full could not move me. I was given a voucher for 10.000 points before getting off flight (I did not ask for this)

Despite the staff being great in handling this, I do not really think 10k points is sufficent.

Ideas?

Daytime flight? 10K is a joke. Agree ask 30K, accept 20K.

Threaten a chargeback if you don’t get what you want. Claim you weren’t provided the advertised service. Will probably be rejected by CC company but it’s still a big hassle for QF if they aren’t willing to be reasonable.