Compensation for no IFE in J Syd to HNL

[blackcat20]

I'd expect 10k per person/seat. That's what I got in Y for QF94 when my IFE screen kept flopping forward so it was unwatchable.

 

[mrsterryn]

Similar to Matt I expect my trip to be safe and timely
A non recliner seat in business of first would have me rather peeved and definitely seeking compensation.
I do take my own e-reader and movies to pass the time..also I take a Justin bag just in case my bags are lost
My husband would be most disappointed however if the IFE was not working though he also does have movies and books loaded onto a tablet

 

[muppet]

Similar to Matt I expect my trip to be safe and timely

Flight times and safety do not form part of your contract with Qantas.

Apparently the contract with Qantas covers the transfer of the fare from the passenger to Qantas and that is it.

Qantas may provide some form of service at its absolute discretion to some passengers who have made the fare payment, however this does not constitute an obligation to provide that service on any other occasion.

 

[mrsterryn]

@muppet in regards to wanting compensation my expectations are safety and timely
Mind you delayed 24 hours a couple of years ago....lol forgot to ask for compo or insurance payout

 

[VPS]

I did a DOH ADL flight in May in J where the seat didn't automatically recline but it wasn't a huge issue and the staff were happy enough to modify it whenever I wanted - it was a points flight - do you think I should have claimed for that

 

[Matt_01]

Not exactly. Your overall contract includes your flight from A to B as well as any additional items specified at the time you bought your ticket. This includes food, drink, IFE, lounges, FF points. They are all factored in to the final price of you pay....

I get this I fly enough to know how pricing and ticketing works.

To the OP,.....

Although I understand and get the viewpoint of Matt_01, I disagree. Matt and I travel an obscene amount, so you do actually get to a point that you become philosophical, and after many such experiences (both the inflight inconvenience and the learning that complaining/seeking compensation is just too hard) you end up not even bothering after the flight, as that just extends the unpleasantness....

I agree with getting philosophical about travel and maybe I am having a bad run.

To all those in the VA camp, over the past 3.5 months VA has had many delayed flights likely due to weather, yes the food in J is better than QF however during that 3.5 months being offered the chicken and penne or the pulled lamb with barely gets a little tired. Also the dunny police AKA the white works, priority boarding is better however VA have no international reach, the adhoc alliance is a sham. If that is that the best VA can offer, should I seek compensation?

Not letting the QF camp off the hook within the same 3.5 months also delayed flights (likely due to weather) in June QF 35 had a busted AC? unit so a few extra hours at the MEL gate/ tarmac on the way out. QF36 coming back a few days days later (also the AFF lounge crawl) also a busted plane flight 3-4 hours. AKL-MEL another busted plane so flight was cancelled so get to stay in AKL for an extra night. Should I seek compensation?

As I stated in my post #8 above “I may have a somewhat different opinion”. I personally thing there are an increasing number of travellers who think they are entitled to compensation when things go wrong. Things going wrong is just part of travel, rant over.

 

[MEL_Traveller]

I personally thing there are an increasing number of travellers who think they are entitled to compensation when things go wrong. Things going wrong is just part of travel, rant over.

Sure, things go wrong. But that doesn't mean airlines shouldn't be held accountable, or provide compensation when they do. Airline travel should be no different from any other product or service that's covered by consumer, contract, or other laws.

BA cancelled my flight a couple years ago on the day of departure. Things go wrong. But I spent more than 2 hours in a call centre queue at 2am in the morning trying to fix it. Got my EU compensation for my troubles. Hopefully airlines will see financial penalties as an incentive to improve service.

 

[muppet]

<snip> As I stated in my post #8 above “I may have a somewhat different opinion”. I personally thing there are an increasing number of travellers who think they are entitled to compensation when things go wrong. Things going wrong is just part of travel, rant over. </snip>

Firstly, I really want to sell you a used car ...

Secondly, the “ever increasing number of people” are not seeking compensation they are seeking a REFUND, for a service paid for that the airline did not deliver.

Why do you think that when things go wrong for the service provider, that the customer is the party who should bear the cost? <genuine question>

When things go wrong for the customer (I.e. running late to checkin) who bears the cost - customer. When things go wrong for the airline (I.e. incompetent maintenance resulting in faulty inflight entertainment) who bears the cost - of course the customer again.

 

[SOPOOR]

i know most will disagree with me on this one, but its hard to quantify inconveinece,
and I think the compensations offered a abysmal,

regardless of whether it was an overnight flight, some people stay up all night, and watch movies,
so a broken tv would mean a huge inconvenience,
and its not fair just to say, well the broken tv is worth $x, and a broken seat is worth $y
and to me a broken tv is signfiicant, much more compared to say "the didnt have the expensive champagne and replaced it with a cheaper one"
especially if paying extra for premium/bus/first

im in the service industry which often offers fine services,
and if we make a mistake or stuff up, we go well and beyond normal to make up for it, even if it means no/less profit for that customer

an example I use to people is "if you were served a rotten oyster out of 6 at a fine dining restauarnt, would you be happy if they just replaced 1 oyster and still charged you full price? good fine dining restauarnats would offer you an alterantive, not charge you for the entree, and give you a free drink or similiar in gesture"

 

[SOPOOR]

Not exactly. Your overall contract includes your flight from A to B as well as any additional items specified at the time you bought your ticket. This includes food, drink, IFE, lounges, FF points. They are all factored in to the final price of you pay.

For me, I'd be happy with 10K points as compensation. Works out to about $70 at QF's notional value on points. But I only watch maybe 2 hours max on any flight.

exactly, if the contract was to get you from A to B only, then there should be no price different between economy and first

 

[prozac]

Paid fare, SIN_AMS on Lufthansa, no IFE. They didn't want to discuss it but eventually relented with 5,000 points I was not able to do anything with.
That, the difficulty in being able to contact LH and receive a response, and some in-flight issues has me never flying Lufthansa again....ever.

By contrast, SG SIN-SYD with malfunctioning IFE, a 10k point appology. In addition they sent me a Pony & Bocker hamper because they considered their response to be slow.

 

[michaely]

Some years ago my wife and I flew PE on BA from Mel-LHR with no IFE or lights both reading and overhead cabin lights were not functioning. This was known to cabin crew before leaving Mel.
Upon arrival in LHR, all pax were handed complaint forms , but non -UK residents were not told that their cases would be dealt with in their country of residence.
The upshot was they offered a one way one cabin upgrade on our next booking.
We have not flown long haul with BA since!

 

[Roberto]

I had a PER - CGK night flight in J many years ago with Qantas where the seat would not recline, there were no eyeshades or earplugs and the sound for the movie was piped through the plane because the in-seat sound wasn't working. Result after several emails was ZERO compensation. Total contrast to SQ on a CGK - SIN flight two days later where the IFE was not working. I didn't care because I was reading a newspaper, but still received SIN$200 for the "inconvenience". I basically stopped flying QF from that day.

 

[SOPOOR]

relatives flew J to singapore recently,
side by side seats,
IFE not working, so one passenger moved to a different seat with working IFE, not next to eachother,
at the end was given $200 SGD voucher

absolutely AWESOME service,
so gets moved seat with working IFE gets $200 SGD vouhcer wihtout asking
VS
non working IFE entire trip, gets 10k QFF points after multiple complaint escalations

further emphasises my despise for Qantas

 

[walter82]

Whilst things go wrong invariably its not the fault of the customer yet they suffer the greatest loss.

If you buy a ticket marketed as having defined features including a flat seat, IFE, a particular standard of meals you are within your rights to receive those things and if you don't receive them then its only fair (a quaint concept) to be compensated appropriately. Just because you have been conditioned by airlines to accept 10K points (because its the best they offer) that does not mean its an equitable result. Simply put the airline is not delivering on its bargain with you.

The other issue is that the inequality of the customers bargaining position against the airline is an issue that really should be addressed so as to level the playing field. The "penalties" imposed on delayed flights in Europe is a good example of legislation with teeth that has an effect on the customer service delivered or provides something approaching adequate compensation.

Take a malfunctioning seat in J in effect that is a downgrade to PE in terms of the product (not totally I accept). So a Qantas flight SYD to LAX return pricing for one leg for June next year if bought today at the cheapest available price for J is $3790 and PE $1855. The differential is $1935 and would be higher for most ticketing options. Thus Qantas at least puts a value on the flat seat at say $1000 minimum. Remember that's the value Qantas places on it in its offering to the market. Of course an IFE is harder to value but no doubt Qantas knows what slice of the pie that is.

Thus the "compensation" offered above in most cases simply does not approach the value each airline places on the product itself. It seems to me either there is a case for a site like this pushing for better treatment of customers rather than accepting that airlines have the upper hand. Why not have prescribed penalties for a downgrade in the offered service? The airline would have a choice fix the problem or properly compensation the customer. (It would also take a lot of pressure off the attendants when the situation occurs)

 

[petef]

SQ Y PER-SIN received a SGD90 voucher on board for inflight purchase.

Not the best conversion, but better than nothing and didn't try for any more.

 

[pippen_2k]

My only experience of not getting what I paid for was last year. It was a Qantas Business Class flight between Melbourne - Canberra. They ran out of Business Class meals so I had to have the Economy meal which I did not really care about as I was not that hungry. Before we landed the hostess gave me a bottle of wine and apologised. I thought that was very nice of her. I'm not much of a wine person but when I got home and checked the selling price from Dan Murphys it was a $50 bottle.

 

[digpomi]

Got SGD 200 for onboard duty free purchase as IFE was not working on SIN-LON flight few years ago. This is despite having multiple other business seats to choose from on then newly delivered SQ777 . Only 2 other business passengers other than 4 of us. Love SQ

 

[Matt_01]

Whist we are discussing monetary compensation the only time I have been offered was a JL domestic flight earlier this year, HND-CTS. The plane was broken and the delay was around 50-60 minutes, without asking the airport staff found us and gave out vouchers totalling around YEN4000, roughly AUD50. Mrs and MissM spent the money, I went back to the lounge.

 

[RichWings]

What compensation would you expect for this:

Paid Premium Economy on Cathay SYD-HKG. Seat broken with no recline. Only noticed after the seat belt sign went off. Cabin full.

Want recline? Purser offered a row at the back of ECONOMY cabin. And we'll throw in a nice pillow and doona from business class.

Want to watch a movie with recline - do that in economy please...... SO there I was in economy all of a sudden. My choice to move because I wanted to watch some movies but got a cough deal overall.....