Qantas ife failure

[grussellt]

I flew QF107 (747) from SYD to LAX in August and returned from LHR to SYD on QF32 (A380) in October. I have nothing but praise for the staff on the flights (long haul in economy) and food was acceptable (maybe with the exception of a cheese sandwich but that's being picky). However the big letdown on all flights was the repeated failure of the IFE. Multiple reboots and long periods of blank screens were disappointing for a system that offers so much. It resulted in many passenger complaints and some aggressive conduct between passengers, as touch screens were hammered, not touched, much to the consternation of those seated in front. It looks like there have been IFE problems for some time but are they still commonplace or was I just unlucky?

 

[harvyk]

I'd say unlucky...

Whilst their IFE system isn't perfect, and I certainly know how annoying it is when it doesn't work, I've only ever been on one flight where there have been major problems with it. (luckly a short MEL-AKL hop, so no biggie)

 

[pauly7]

Glad to hear it was a good flight ex - IFE.

Personally I've had a good wicket with IFE only had 2 issues, one on FJ which was fixed with a reboot and one on QF which was fixed with a reboot also.

I know some other members seem to have worse luck so they'll probably jump on and share...

I would advise you send an email - a polite sensible letter to QF about your experience, much like your post above because it highlights some positive aspects of your flights too.

Express your disappointment with the IFE and QF may respond with a gift voucher, they did for me

Just make sure you stick to the facts don't exaggerate! If what you posted was really a true reflection of events QF will most likely have it noted in their systems that it occurred...

 

[UP4014]

It happens, been on a couple of flight myself with failures, United has been the only airline to ever offer up a voucher without asking. Well done United.

On Qantas, if you ask in a polite manner, you shall receive. (hopefully)

 

[JohnK]

I have had issues with the IFE on a number of occasions.

One time I was offered an on-board duty free voucher and when I sent feedback to QF I was sent a customer care voucher as well. Another time I was given a mid-flight op-up to business class as they could not fix the IFE for my seat.

And then last year travelling with my dad SYD-LAX and seated in premium economy both seats did not have functioning IFE, the FA's were not able to fix it (read could not be bothered fixing it) and nothing was offered. I eventually sent feedback and I have since been handsomely compensated by customer care.

 

[pauly7]

It happens, been on a couple of flight myself with failures, United has been the only airline to ever offer up a voucher without asking. Well done United.

QF have done this for me as well, but different situation, my flight was delayed by 4 hours. Didn't care or complain as it was a work trip plus they had called me so I didn't rock up at the airport too early.

Got home a week later, voucher was in the mail!

 

[jb747]

......It resulted in many passenger complaints and some aggressive conduct between passengers, as touch screens were hammered, not touched, much to the consternation of those seated in front.

The A380 IFE is generally very good. The occasional reboot is in order (but remember, the same thing is likely to be happening with much more important stuff than the IFE), but it normally behaves pretty well.

Of course, if people make a habit of mistreating the screens, they'll simply break them. I'm sure the next person will be most thankful.

 

[grussellt]

I sent off a (polite) email to Customer Care so I assume I will find out if there was anything out of the ordinary on these flights. I just hope that the pilot doesn't have to reboot the system that operates all those switches and dials in the A380 coughpit!

 

[jb747]

I sent off a (polite) email to Customer Care so I assume I will find out if there was anything out of the ordinary on these flights. I just hope that the pilot doesn't have to reboot the system that operates all those switches and dials in the A380 coughpit!

Sometimes the whole back end needs a reboot. That's something for the engineers to do on the ground. But, in principle it's exactly the same as your computer at home. Sometimes they just need a big kick in the guts.

Numerous coughpits systems can be rebooted....which is why the circuit breakers that are present there, are called reset switches. There is a laid down procedure for any system you can restart...and anything that is not listed isn't touched in flight.

 

[Boris spatsky]

I recommend a polite letter. As WP, it normally results in a dinner voucher or upgrade on next US leg. Make sure you tell them on board so they note it.

 

[NYCguy]

... In principle it's exactly the same as your computer at home. Sometimes they just need a big kick in the guts.

Another potential Mac customer?

 

[straitman]

Another potential Mac customer?

The Mac has these problems also :!:

(Though maybe not quite as often)

 

[grussellt]

I received an answer from Qantas Customer Care:

"Thank you for your positive comments.
......apologies that it (the inflight entertainment) was not available on your flight."

Well at least that's better than the lack of response to a complaint I lodged in 2000! I suppose only 2 complaints in 10 years is good recommendation for any airline?