QF IFE down compensation question

[chooms]

Flew QF BNE-PER on a J award fare.

Seat back IFE was down for the entire flight, but the Q streaming was operational for BYO devices in J.

It meant I couldn’t do my planned work and ‘be entertained’ at the same time.

I know, first world problem... but it did give a less than overwhelming experience after parting with a chunk of points.

Should I email in for points compensation?

 

[moa999]

Given it's quite possible to get a 737 with streaming IFE only on that route, I'd say nothing is due

 

[kpc]

Complain and you may get 10K pts thrown your way

 

[Mattg]

In my experience you'll usually get 5,000 points as compensation if the IFE wasn't working. Not sure if this would still apply if Q-streaming was still working but it's worth a try.

 

[Deleted member]

In this increasingly didgital world, we now travel with not only devices for Q Streaming, BUT also with some download material to iPad etc. It has been suggested that in not too many years, in seat IFE will become a thing of the past.
That said, while we use our Boy Scout motto “ Be Prepared” I’m with the other responders to this post and agree that if you pay for something (be it points or cash) and your receive only part of your anticipated product or service, I think some small compensation is in order.

 

[Bugalugz]

I got 5,000 points off a BNE-PER flight. Upgraded and the headphone jack didn't work for my head phones or the Qantas headphones but the FA did something and got it semi working was terrible sound but better than nothing then the screen packed up halfway across the country and no spare seats so lucky I had a tablet.

Just complained and they said I got the service I was booked into but they would give me 5k points as a good will gesture.

 

[jb747]

It's only a matter of time before the only systems on an aircraft will be streaming. Removal of the fixed IFE saves a huge cost, and lot of weight.

 

[mannej]

I was provided 3,000 points for IFE not working PER-MEL in Y as a point of reference to the OP

 

[astrosly]

As a data point I was given 3000 points for IFE not working SCL-SYD in PE (14 hour flight).

It was the manner that QF handled it that irked me more than the measly points compensation. Firstly when they couldn't get it working the CSM upgraded someone else in PE to J and wanted me to move to their vacated seat in the middle of the cabin. I said no to the move on principle (someone else gets an upgrade when I have the non functioning equipment?).

Secondly, I sent an email to Customer Care and got a response saying "sorry, bad luck, nothing for you". I replied saying I didn't think much of the response, and with no further email or contact from QF I mysteriously had 3000 points added to my QFF account.

 

[mviy]

I was given 10,000 points for IFE not working from MEL-DXB in F.

 

[jb747]

It was the manner that QF handled it that irked me more than the measly points compensation. Firstly when they couldn't get it working the CSM upgraded someone else in PE to J and wanted me to move to their vacated seat in the middle of the cabin. I said no to the move on principle (someone else gets an upgrade when I have the non functioning equipment?).

If you'd moved, then you wouldn't have had non functioning equipment. And presumably, the upgrade was offered in some form of sequence. Otherwise high tier FF would have complained that he wasn't moved instead of you.

 

[Must...Fly!]

It's only a matter of time before the only systems on an aircraft will be streaming. Removal of the fixed IFE saves a huge cost, and lot of weight.

Hope not, with the way the USA is going even the old mobile might be considered a weapon next week...

 

[astrosly]

If you'd moved, then you wouldn't have had non functioning equipment. And presumably, the upgrade was offered in some form of sequence. Otherwise high tier FF would have complained that he wasn't moved instead of you.

Hi jb, I didn't want to sit in the middle of the cabin when I much prefer a window (due to flight anxiety) so I wasn't wanting to move there non-functioning IFE or not. I was even prepared to move to Y to watch a couple of films provided it was a window seat but they were full in Y.

It wasn't the fact that I had no IFE - I get that these things happen - but how it was played out by the CSM. There were empty seats in PE that I could have been moved to. Why wasn't I moved to one of these? This was the easiest thing to do - just offer me another seat in the same cabin. Why was I moved to that of someone already sitting there, and they moved to J? That was my bugbear with the whole situation, it was unnecessary to upgrade anyone at all. The CSM took the opportunity of my broken IFE to move someone to J without checking if I wanted to move first.

 

[CMA222]

There were empty seats in PE that I could have been moved to. Why wasn't I moved to one of these? This was the easiest thing to do - just offer me another seat in the same cabin.

Why did you not simply ask to be moved to one of the available seats in the same cabin? Maybe their IFE was not working either.

 

[astrosly]

Why did you not simply ask to be moved to one of the available seats in the same cabin? Maybe their IFE was not working either.

I wanted to sit near the window as mentioned. The person's IFE was working. When the CSM heard that my IFE wasn't working, he went straight to the person (who was using their IFE), told them to pack up and move to J and only then came to me and said I could move to another seat of which there was now 3 vacant. I then said no thank you.

 

[CMA222]

If you'd moved, then you wouldn't have had non functioning equipment. And presumably, the upgrade was offered in some form of sequence. Otherwise high tier FF would have complained that he wasn't moved instead of you.

So around in a circle to what jb747 said. If you wanted IFE it was available. If you wanted a window seat that was a matter for you. Status trumps every time when on board upgrades are granted.

 

[Deleted member]

So around in a circle to what jb747 said. If you wanted IFE it was available. If you wanted a window seat that was a matter for you. Status trumps every time when on board upgrades are granted.

I think astrosly is actually WP , unless the other pax was P1 then ..........

 

[astrosly]

So around in a circle to what jb747 said. If you wanted IFE it was available. If you wanted a window seat that was a matter for you. Status trumps every time when on board upgrades are granted.

I'm not arguing against what jb747 said, I'm clarifying why it was unnecessary and that the CSM didn't even check that I'll be willing to move in the first place before moving someone else, which was the irksome point. I wasn't going to move as there were no window seats available in any class but he didn't bother to check with me first. Just assumed. Then he was annoyed when I refused, ignored me the rest of the flight and looked away and said nothing when I passed him to disembark. Not a nice experience.

So no IFE - as I accepted at the time, I had my laptop with readings instead - but relatively poor compensation commensurate with the flight time and class.

I'm platinum by the way

 

[Must...Fly!]

But how do you know there was not another reason the other passenger was moved, presumably in to J?

 

[astrosly]

But how do you know there was not another reason the other passenger was moved, presumably in to J?

Because that person was not asked to move until one of the FAs told the CSM that I had a non-functioning IFE. Immediately after being told the CSM turned around and went to that person and told her to pack up their things and move cabin. It happened right in front of me, I could hear everything and see everything going on. My beef is that I wholly expected the CSM to approach me first upon hearing I had a faulty IFE, confirm it is the case and offer an alternative that I would find acceptable (such as moving to one of the existing vacant seats) since I was the one with the faulty IFE and not the other person. It appeared he was waiting for a reason to upgrade the person and I was his reason, otherwise he would have moved that person at some other time being either before or after getting that information instead of being his immediate response.