Qantas not responding to complaint - what next?

[hutch]

It really is hit and miss... recently my flight was delayed by a couple of hours. When I arrived at the destination there was an email from QF apologising for the delay and I hadn't even complained.

I would have thought that QF should have just credited a few thousand QFF points once they knew of IFE issue.

 

[awkwardpaws]

It looks like you got a generic reply - hence the references to 'distributing reading material'.

'On-demand' IFE is a clearly advertised feature. I agree it is 'old school' and it can be quite frustrating... having to fill in half an hour before the next movie starts on a long haul flight can be a pain. Did it actually detract from the enjoyment of your flight? If it did, write back and tell them, and be specific with what you would like in terms of compensation. 5000 points doesn't seem unreasonable.

If it didn't actually detract from your flight (because you were sleeping anyway, or whatever), I'd probably let it slide.

MEL_Traveller - thanks for the advice. Qantas just got back to me and this is their response:

Thank you for taking the time to respond.

Once again I apologise for the inconvenience caused by your malfunctioning inflight entertainment system.

I am happy to fulfil your request for 10,000 Frequent Flyer points. I have added these to your account and should be reflected immediately.

For context, as suggested by MEL_Traveller, I asked for 10,000 QFF points and said that it is not an unreasonable request from me for this. This is good data point for everyone else who has a malfunctioning IFE on a QF long haul.

 

[serfty]

Well Done ... both awkward paws and QF.

I guess some things are easier than others.