TV didn't work for entire J Flight LAX --> MEL

[Sprucegoose]

I'd probably try and suggest they give some points. I got a $50 flight voucher for something a little different, which I found harder to use than you might think.

You can email QFF or ring, but don't leave it too long after the trip.

I got $100 from CX a while back. Regardless I would prefer the equipment to function.

 

[The Mountain]

Apologies for moving away from topic, but with regards to points given by the CSM onboard, the CSM has the ability to give certain amounts of points as a form of customer recovery. The amount given is determined by the CSM on the day and there isn't a "set" amount for CSMs to give out onboard, as they use their discretion. These points are designed to be an instant 'recovery' of the issue and not intended to completely replace further recovery as this would then be forwarded onto customer care for processing and I am sure if they felt there was further recovery needed they would add it. Hope that helps with understanding why there may be inconsistencies.

Interesting, the CSM told me directly that he could not give me points, however, that I could get them through customer care. He did, however, give me a gift up to $200 from the duty free mag.

For those interested, Customer Care instantly sent me 10k points.

 

[MEL_Traveller]

Interesting, the CSM told me directly that he could not give me points, however, that I could get them through customer care. He did, however, give me a gift up to $200 from the duty free mag.

For those interested, Customer Care instantly sent me 10k points.

This $200 was from the flight mentioned in your opening post (you didn't mention it so maybe it's a different flight)? That would seem fair compensation. The 10K points is a bonus.

 

[MrJetset]

As a datapoint, back in the day of QF107/10Late on the 744 the IFE on the UD stopped working LAX-JFK.

CSD apologised but we mostly slept, anyway.

A few weeks later QF sent 2 x $400 MCO. This was for 2 WP pax in J.

 

[kermatu]

Apologies for moving away from topic, but with regards to points given by the CSM onboard, the CSM has the ability to give certain amounts of points as a form of customer recovery. The amount given is determined by the CSM on the day and there isn't a "set" amount for CSMs to give out onboard, as they use their discretion. These points are designed to be an instant 'recovery' of the issue and not intended to completely replace further recovery as this would then be forwarded onto customer care for processing and I am sure if they felt there was further recovery needed they would add it. Hope that helps with understanding why there may be inconsistencies.

Thanks but not sure this is what happened to me. CSM did not offer points or any compensation, nor did she suggest contacting customer care. I did so off my own bat, and got 5k in response. The CSM was great and no real issue, but I doubt very much she made a determination of 5k on the off chance I bothered (several weeks later) to contact customer care - but decided not to tell me about it!

 

[timster]

Yes good point. I meant they're normally pretty good with compensation for service issues (food, beverage, IFE etc).

Downgrades and other things can take some effort to get fair compensation.

Indeed. There should be a law to protect customers like the EU one. The Australian version would be called the "Emily's Parents Law".

I have lost count of the number of non-functioning IFE systems I have struck on QF and BA over the years. Thankfully rarer than the earlier days when the whole plane's IFE would often be kaput.

QF have sometimes been able to find me another Y seat that's working. BA has offered me the free seats in Y and Y+ several times, and of course I took Y+.

The OP says the plane was full. I wonder if that included Y+ and J ? I would have made damn sure that nothing was available there on a 10+ hour flight.

 

[The Mountain]

Indeed. There should be a law to protect customers like the EU one. The Australian version would be called the "Emily's Parents Law".

I have lost count of the number of non-functioning IFE systems I have struck on QF and BA over the years. Thankfully rarer than the earlier days when the whole plane's IFE would often be kaput.

QF have sometimes been able to find me another Y seat that's working. BA has offered me the free seats in Y and Y+ several times, and of course I took Y+.

The OP says the plane was full. I wonder if that included Y+ and J ? I would have made damn sure that nothing was available there on a 10+ hour flight.

There was one seat available in Y+ (middle seat), but who would honestly want to downgrade from J to Y+. I also already had my QF PJ's on and I thought that would have looked a little odd shuffling into Y+ dressed as such

 

[timster]

There was one seat available in Y+ (middle seat), but who would honestly want to downgrade from J to Y+. I also already had my QF PJ's on and I thought that would have looked a little odd shuffling into Y+ dressed as such

Sorry my fault. Having experienced non-functioning IFE in Y so often I missed that yours was in J. At least sleeping was a viable option. I guess F was out of the question ?

I recently saw someone come down the back from J in their grey PJs to gloat to his mate at his relative comfort. The effort backfired somewhat as he looked a total dick and everyone had a good laugh at his expense.

 

[The Mountain]

Sorry my fault. Having experienced non-functioning IFE in Y so often I missed that yours was in J. At least sleeping was a viable option. I guess F was out of the question ?

I recently saw someone come down the back from J in their grey PJs to gloat to his mate at his relative comfort. The effort backfired somewhat as he looked a total dick and everyone had a good laugh at his expense.

Unfortunately F was full, or at least that's what they told me .

If anyone is interested, I wrote a polite email back to QF stating that several of my friends had received the 10k comp for far shorter journeys. QF got back to me today and credited my account an extra 10k points. So I was given 20k points and a gift up to $200 from duty free. Not a bad haul I must say! I'm quite pleased with QF's service. Not sure if me making platinum last week had anything to do with it?

Oh, and a big thank you to Red Roo for helping me organise it!

 

[samh004]

If anyone is interested, I wrote a polite email back to QF stating that several of my friends had received the 10k comp for far shorter journeys. QF got back to me today and credited my account an extra 10k points. So I was given 20k points.

Seems fair, same problem but experienced for a longer duration.

 

[The Mountain]

Seems fair, same problem but experienced for a longer duration.

Unfortunately, fair isn't an approach that the Airlines normally like to take .

 

[MEL_Traveller]

Unfortunately, fair isn't an approach that the Airlines normally like to take .

I think you pushed the boundaries. But you were successful.

 

[coriander]

At least with IFE not working, you usually have your tablet and/or book.

Last Jan on QF93, in J, my lay flat seat decided that was its preferred position for most of the flight so I had to sit sideways on it or sit in the forward lounge area for last last three hours of the flight (boy, that's a cold cold area!). I was then given the option of one of us sitting in Y+ for the landing which Mrs C kindly took up (she's shorter/more compact than me!). Profuse apologies and "it's not an uncommon problem" were the CSM's response. He also asked if LAX was our final destination (answer No - SFO) as he would otherwise have offered me a bottle of wine in compensation for my discomfort. However, he was kind enough to organise a coughpit visit with David Evans after landing, which was super cool.

All part of the travel experience !

 

[SydneySwan]

A few years ago when I was WP, my J seat on QF127 day flight SYD - HKG was broken - it was fixed in the bolt upright position. J, F and Y were all full (it was a Sunday afternoon). I wrote a polite complaint to QF afterwards and they sent me a $600 voucher. I was happy with that as it was a day flight. Had it been a night flight I would have wanted at least the difference between the J and Y fares.

 

[MEL_Traveller]

... I would have wanted at least the difference between the J and Y fares.

lol! The way qantas determines refunds in these circumstances you'd have probably ended up with an additional charge on your credit card to downgrade!

 

[eric2011]

Last time on EK in J the TV's at my seat didn't work and jokingly told CSM that I would happily accept an upgrade to F on the return journey as compensation. Yep, sure enough, the F trip home was great. TBH I wasn't even going to worry about it as I had my computer and Ipad all loaded with games etc

 

[JohnK]

Intriguing - I got 5000 points for a barely functioning IFE Melbourne to Auckland in J last month. Not that 10,000 is worth much but where's the consistency?

There is no consistency.

I have received at various times $50, $100, $400 (for 2 people flying SYD-LAX) and in flight op-up to business class for non functioning IFE.

I have also found accept any offers in flight of duty free purchases as compensation from customer care will be on top of what you received in flight.

 

[pugwombat]

A mate and I flew J class SYD - YYV last year. His seat didn't properly go into sleep mode. He grumbled loudly about it on the plane (much to my embarrassment). A customer service agent met us at the gate in Vancouver and he explained what had happened (politely but forcefully in Canuck). The next week he received a $C500 voucher as compensation. We are flying Air Canada to YYV again next February, so for him it was obviously reasonable compensation.

 

[Roberto]

I basically gave up flying Qantas years ago because of poor compensation as a result of the international flight from hell.

J Class night flight from Perth to Jakarta:
a) Seat broken - no recline. Business class full. CSM offered to move me to Economy. I actually think it's rude to recline in Economy because of lack of seat pitch so I refuse the offer.
b) Sorry sir we have no eyeshades or earplugs available. What the? This is a night flight!
c) Old plane with drop-down screens immediately in front of my seat so I get to see the movie I don't want to see.
d) We're sorry the in-seat sound system is not working so we'll pipe the movie through the loudspeakers!
e) Complain to Qantas via complaint form on board.

Subsequently send an email outlining my experience to Qantas. Still waiting for a response to the on-board complaint and the email over 7 years later.

On same business trip I have a short flight with SQ (CGK-SIN). I am reading a newspaper. FA approaches me and advises IFE system is not working. I say it doesn't matter to me because I don't intend to use, but I am still given a SGD200 voucher to make up for the "inconvenience". What a contrast!

10 months later I receive a phone call from QF - "we notice you haven't been flying with us". I tell them why. Despite a promise I receive no follow-up response and subsequently get downgraded from Plat to Gold. At that stage I couldn't care less.

A year later just before a Gold to Silver downgrade I received an email saying "Please tell us your flying plans and you may be able to keep Gold status". I reply including my original complaint email. Still no response and get downgraded to Silver. A year later get downgraded to Bronze and have remained there ever since.

Although inconsistent, QF has obviously improved it's compensation regime since then.

 

[muliama]

It's called being green with envy...I usually swan down the back with my jarmies on and a tall flute of champers in hand......but then the peasants throw plastic glasses at me!!